Senior Production Support Engineer

ESSENTIAL JOB FUNCTIONS

Incident Management & Service Restoration

• Lead technical response for complex or high‑impact incidents, directing cross‑functional teams until service is fully restored.

• Partner with the IT Service Desk, NOC, Monitoring and Observability, and business teams to resolve escalated issues and known outages.

• Present escalation updates, incident trends, and corrective actions in leadership review meetings.

Problem Management & Root‑Cause Analysis

• Conduct root‑cause analysis (RCA) for major incidents and develop corrective and preventative action plans.

• Identify recurring issues, systemic gaps, and continuous improvement opportunities across applications and workflows.

SRE, Observability & Reliability

• Manage monitoring, alerting, and observability tools to detect issues early and prevent outages.

• Identify and implement automation to reduce operational tool and improve efficiency.

• Perform performance tuning to enhance reliability, scalability, and user experience.

Change, Release & Governance

• Lead or support production changes, releases, and deployments, including planning, validation, communication, and post‑deployment monitoring.

• Coordinate upgrades and system changes across business units and IT teams to ensure smooth delivery.

• Conduct post‑implementation reviews to confirm readiness and resolve performance issues.

• Participate in IT governance and Change Advisory Board (CAB) meetings to assess change risk, operational impact, and readiness.

• Provide technical input on change approvals, rollback planning, and compliance with ITIL change‑management standards.

• Ensure production changes adhere to organizational governance controls and operational best practices.

Coaching, Mentoring & Knowledge Enablement

• Provide ongoing coaching, mentoring, and technical development for Level I and Level II support teams.

• Lead knowledge‑sharing sessions, workshops, and on‑the‑job training to strengthen team capability.

• Support the professional growth of junior team members through guidance and skill building.

Documentation & Standards

• Develop and maintain technical runbooks, troubleshooting guides, SRE procedures, and knowledge‑base content.

• Ensure documentation supports consistent support practices and rapid issue resolution.

Collaboration & Stakeholder Engagement

• Act as a liaison between departments, vendors, and IT teams to streamline communication and align processes.

• Build strong relationships with internal and external partners to enable effective issue resolution.

• Provide technical insights, risk assessments, and recommendations that support organizational decision‑making.

Continuous Improvement & Service Quality

• Collaborate with the Manager, Application Support to evaluate team performance and service quality.

• Drive improvements across incidents, problems, and escalation workflows.

• Research emerging tools and best practices to enhance production support and SRE maturity.

Advanced Troubleshooting & Application Expertise

• Maintain deep expertise in proprietary and third‑party applications to diagnose and resolve advanced issues.

• Resolve complex, high‑impact problems affecting enterprise applications, integrations, and workflows.

Service Levels, Defects & Operational Excellence

• Monitor and enforce SLAs to ensure compliance with response and resolution targets.

• Contribute to production support strategy, operational standards, and best‑practice frameworks.

• Support defect tracking and reporting to ensure issues are properly logged and resolved.

• Performs other duties as assigned.

• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:

• Focus - Focus your full attention by carefully listening to and observing client or member.

• Connect - Consistently be friendly and approachable. Demonstrate your care.

• Understand - Listen empathetically and ask questions (70%/30% rule).

• Counsel - Recommend solutions based on your member’s needs and objectives.

• Advance - Ensure that member’s expectations were exceeded.

• Verify necessary follow-up actions.

JOB QUALIFICATIONS

Education

• Bachelor’s degree (or equivalent combination of education, significant relevant experience, and/or Microsoft certification).

Experience

• 5+ years of experience in information technology at a customer-focused, customer-centric financial services organization (or related industry).

• 2+ years working with web services, JSON, REST, XML, SOAP and/or WCF.

• Experience working with core Microsoft technologies including, SharePoint, Project Server, Azure DevOps

Technical Skills

• Knowledge of Microsoft .NET development, including modern C# and ASP.NET Core frameworks, with the ability to understand and support legacy.NET applications when needed.

• Hands‑on experience with current Microsoft technologies, including:

  • Azure DevOps (Boards, Repos, Pipelines)

  • Microsoft 365 tools such as Teams, SharePoint Online, PowerPoint, Excel, Visio, and Project

  • Windows 10/11, Windows Server 2016/2019/2022, and IIS

  • SQL Server, SSRS, SSIS, and modern data tools such as Azure SQL and Power BI

• Knowledge of containerized applications, including Docker‑based deployments and Kubernetes/AKS concepts (lifecycle, scaling, monitoring).

• Proficiency with monitoring and observability tools, including Dynatrace, SolarWinds, Azure Application Insights, Azure Monitor, Log Analytics, and trace‑based diagnostics.

• Ability to run and analyze SQL/database queries for troubleshooting, data validation, reporting, and performance analysis across relational platforms.

• Familiarity with modern ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, or Freshservice for incident, problem, change, and request workflows.

• Working knowledge of modern software development, DevOps, and CI/CD practices, including version control, automated builds, deployment pipelines, and environment configuration.

• Strong understanding of application architecture concepts across web, API, microservices, client/server, and cloud environments.

• Knowledge of requirements‑gathering techniques, including user‑story writing, process mapping, and structured documentation practices.

• Ability to create, maintain, and version technical documentation, including runbooks, troubleshooting guides, and operational procedures for custom applications and production systems.

Professional Skills

• Ability to rapidly learn and adapt to new technologies, tools, and methodologies, with a strong commitment to continuous professional development and certification.

• Strong project‑management capability, including planning, organizing, tracking deliverables, coordinating resources, and driving initiatives to completion within scope, timelines, and quality expectations.

• Exceptional problem‑solving and analytical skills, with the ability to break down complex issues, identify root causes, and recommend effective, data‑driven solutions.

• High attention to detail with strong organizational skills, ensuring accuracy in documentation, analysis, troubleshooting, and task execution.

• Strong interpersonal communication, and collaboration skills, with the ability to work effectively across diverse teams, technical levels, and business units.

• Proven ability to coordinate with third‑party vendors, manage escalations, and drive shared accountability to ensure timely resolution of issues.

• Ability to follow and enhance SDLC, DevOps, Agile, and ITIL‑based operational standards for analysis, design, development, testing, deployment, and production support.

• Skilled in managing multiple priorities simultaneously, handling ambiguity, and operating effectively in fast‑paced, dynamic environments.

• Demonstrated ability to work independently while exercising sound judgment, ownership, and accountability for deliverables and outcomes.

• Strong customer‑service mindset, focused on delivering reliable, high‑quality support experiences and fostering trust with business and technical partners.